Senior IT Operations Analyst - Contract

Transmedics - Bozeman, MT

Full-time - Mid Level

Bozeman, MT

Transit and Ground Passenger Transportation

About the position

The Senior IT Operations Analyst at TransMedics plays a crucial role in supporting and enhancing the company's technology infrastructure as the organization expands its Aviation department and locations. This position is integral to meeting the increasing technological demands and supporting the strategic goals of the business. The ideal candidate will demonstrate strong knowledge and developing expertise in end-user technologies, ensuring that all IT support functions are executed with a strong orientation towards customer service and satisfaction. In this role, the Senior IT Operations Analyst will be responsible for developing, documenting, and implementing standard operating procedures and customer service guidelines related to IT support. The analyst will work collaboratively with team members to resolve issues, ensuring that no important issue is left unresolved. Effective communication and problem-solving skills are essential, as the analyst will document processes and train team members with ease. The role also involves identifying knowledge gaps and actively pursuing self-development to enhance personal and team capabilities. The analyst will assist with IT infrastructure improvements, interact with IT service providers, and provide timely technical assistance to TransMedics staff regarding computer hardware and software usage. Responsibilities include configuring workstations and user accounts, facilitating help desk ticket resolution, maintaining equipment and software inventory, and coordinating the purchase of new workstations and software licenses. The Senior IT Operations Analyst will also assist with program account creation and access setup, ensuring that all job functions align with TransMedics policies and procedures.

Responsibilities

• Demonstrate strong knowledge and developing expertise in end user technologies.
• Develop, document, and implement standard operating procedures and customer service guidelines relating to IT support.
• Execute all assignments timely and within acceptable quality levels.
• Collaborate with team members to resolve issues and ensure outcomes are known.
• Communicate effectively and document processes for training team members.
• Identify knowledge gaps and pursue self-development to close them.
• Assist with IT infrastructure improvements and interact with IT service providers and stakeholders.
• Provide timely technical assistance to staff regarding computer hardware and software.
• Configure workstations and user accounts, including phone, Ethernet, and computer setups.
• Facilitate help desk ticket resolution and serve as an escalation point for unresolved tickets.
• Maintain equipment and software inventory and coordinate purchases and renewals.
• Assist with program account creation, setup, and access.

Requirements

• 5+ years of experience in IT operations or related field.
• Extensive experience with Mac (80%) and Windows (20%) client operating systems.
• Proficient in troubleshooting problems with Mac and Windows related software, including Microsoft 365, Active Directory, Azure AD, Jamf, and Intune.
• Experience with Endpoint Security software and configuration/deployment management tools such as JAMF and Intune.
• Solid understanding of network connectivity, both wireless and wired.
• Experience with automation and central deployment.
• Strong analytical and problem-solving skills across multiple disciplines (HW, OS, Network).
• Ability to prioritize and field service requests and incidents via ticket, phone, and walk-ups.
• Familiarity with ITIL concepts; certification is a plus.
• Experience with IT Service Management tooling (ServiceNow, FreshService).
• Management and deployment experience of 3rd party software platforms and solutions.
• Vendor management experience.
• Well organized with strong asset and license capacity planning experience.
• Ability to deploy and support miscellaneous office equipment (printers, projectors, video conferencing).
• Experience with physical security management solutions.
• Excellent interpersonal skills.
• Flexibility to support after-hours escalation and support.

Nice-to-haves

• Familiarity with aviation and Part 139 airports.